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ThomAnderson
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Monday, December 15th, 2025 4:50 PM

Chat representative interfering with new service request

After filling in information for new service but just prior to clicking "Submit order", I posed some questions to the chat window and although they were answered, the representative then wanted to place the order himself rather than my simply clicking the "Submit order" button.  Eventually, I was directed to call customer service on the phone after clicking the submit button and the representive on the phone thought that what was going on with the chat violated policy.  This gets a bit involved, so perhaps it would be best to pass along the transcript via direct message.

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2 hours ago

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114.9K Messages

2 hours ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

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ThomAnderson

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No, the question has not been answered yet.  I am not sure that it is really a question as much as a desire to inform management that if indeed the actions were against policy, then they can possibly correct things.  Were I to phrase this as a question, it would actually be two questions: (1) is it policy to interrupt a request for service where all the contact info, bank info for autopay, and various options accepted/declined in order to offer a $50 virtual MasterCard to sweeten the deal? and (2) is management interested in the details?

If the answer to both is "Yes," I'd be happy to pass along the transcript and also give further details on the conversation on the phone with the other representative (who, by the way, said there was no offer for a $50 virtual MasterCard).

The behavior of the chat representative was such that I was questioning whether it was an Xfinity employee (or an employee of some off-shore servive) and started to wonder if someone hacked into the site and took over the chat system in an attempt to harvest information.

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2 hours ago

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XfinityEricB

Official Employee

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2.8K Messages

 

ThomAnderson Thanks for reaching out to us about a recent experience with a chat agent not following policy. We would be happy to get this reported to the right team as quickly as possible. We won't need the full trasnscript, but we do need some specifics if that's okay. We can find the agent from the account to file the report. 

Can you send us a direct message with your full name, name of account holder (if different), and service address please?

To send a "Direct Message" to Xfinity Support:

Click "Sign In" If necessary

Click the "Direct Messaging" icon (speech bubble)

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person".

Instead, type "Xfinity Support" there

As you are typing a drop-down list appears. Select "Xfinity Support" from that list

An "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it

 

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2 hours ago

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